School Operations Support Specialist 2
Herndon, VA

Job Description

SUMMARY: The School Operations Support Specialist 2 provides school operations support for both internal and external customers with an emphasis on school launch, account access and maintenance, enrollment, and compliance activities across all supported systems.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

* Provides troubleshooting and solutions in a timely manner to routine issues through the use of internal databases and standard operating procedures; more complex issues referred upward
* Assists with school operations and maintenance activities related to course availability, enrollments, system set up, semester and year end transition, etc. across all supported platforms
* Works with schools and production support engineers to troubleshoot system related issues and updates customers accordingly
* Maintains operations-based and school-based reports, as deemed necessary
* Facilitates access request for customers and internal K12 staff for all supported systems
* Utilizes product and process knowledge to determine best approach to meet defined client operational support needs; staying current on any new product enhancements
* Collaborates as necessary with Sales, Client/Account Management, Product Development, IT, and other key stakeholders, to gain knowledge that will ensure client operational support needs are met
* Contributes to the integrity, confidentiality, and security of all student records per policy
* Surfaces opportunities and propose solutions to enhance operational efficiency and optimal customer experience

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Requirements MINIMUM REQUIRED QUALIFICATIONS:

* High School Diploma AND
* Three years of relevant work experience OR
* Equivalent combination of education and work experience

Certificates and Licenses: List OR None required.

OTHER REQUIRED QUALIFICATIONS:

* Flexibility in working hours to include increased volume supporting start of school year
* Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
* High level of attention to detail with focus on quality while working in a high-volume environment
* Ability to work efficiently and effectively independently as well as collaboratively
* Team player with positive, flexible attitude, integrity, and strong interpersonal skills
* Strong oral and written communication skills with strong conflict and problem resolution skills
* Strong customer service skills and prior experience providing customer support
* Ability to manage and deliver on competing priorities
* Self-motivated and takes initiative to solve problems
* Ability to assimilate business policies and processes into practice
* Ability to pass required background check

DESIRED QUALIFICATIONS:

* Prior K12 experience is highly desirable
* Experience with Salesforce a Plus
* Ability to learn new technology tools quickly (e.g., database and web-based tools)
* Experience using student information systems, learning management systems, and other types of databases
* Bachelor's Degree

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* This is a home-based position

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

* Please view Equal Employment Opportunity Posters provided by OFCCP here.

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